All AI response data is stored within Salesforce and can be reported on.
For each successfully analyzed call a new record in Salesforce is created called ‘Natterbox AI’ which stores the results received back from the AI for every active prompt which was run against that call.
Then for each prompt that has been configured a ‘Insight AI prompt config’ record will be created that stores the name and details for that particular prompt.
Note since Natterbox Version 1.333 the previous AI Prompt Object and Insight Record Object have been consolidated into a new object called the Natterbox AI Object, see here for the previous details.
For each prompt there will be related fields automatically created against the Natterbox AI Object.
Relationship table
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Natterbox AI Object AI fields
AI Analysis Status | A status on whether the AI processing is complete or not |
RE-[Prompt Name] | Reasoning - The reasoning response that the AI gave for the rating - note this is a long text field cannot be searched or reported on |
RT-[Prompt Name] | Rating - The result from the AI, typically this will be the numerical rating out of 10, but in the event of an error the full string will be populated here |
FT-AI [Prompt Name] | Free Text - The result for AI Assist, this is a large text field - note this text field cannot be searched or reported on - see more on AI Assist here |
FS-AI [Prompt Name] | Free Text - This is a truncated version (the first 255 characters) of the AI Assist result which is searchable |
Insight AI Prompt Configuration
The Prompt Configuration object contains details about the prompt itself mainly the name and the prompt provided to the AI, since the deprecated objects have been consolidated into the Natterbox AI object this configuration object is no longer required for reporting.
Creating a report
So in order to report on the results for a particular prompt you must create a report from the Natterbox AI Object.
Filter on the right scope
Add the AI prompt field(s) you wish to report on
Additional filtering
Additionally you can then filter your AI response data further by using the fields from the Natterbox AI record itself, these include :
Time of the call
The associated Account
The associated Contact
The associated Lead
The User/Agent which serviced the call
The Call Queue which serviced the call
If you need to filter on more technical data points on your calls (such as the PBX group that serviced the call) then you’ll need to form a relationship in your reporting to the Call Reporting Object and source those fields from there.
Reporting prior to the consolidation of the AI Prompt Object
Prior to the consolidation work in version 1.333 all AI prompt response data can be found in a separate object Insight AI Prompt which is then related to the Insight Record Object which stores the general information around the call and the analysis.
Relationship table
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Insight AI Prompt
AI Prompt Configuration | The ID of the prompt configuration object |
AI Prompts Name | The name of the prompt |
Created By | The API user |
Insight | The related master Insight record |
Last Modified By | The API user |
Natterbox User | The user associated with the call |
Queue Name | The associated queue the call routed via (if any) |
Rating | The numerical value out of 10 that the AI responded with, in the event of an error this field will be blank (recommended for reporting) |
Reasoning | The reasoning response that the AI gave for the rating - note this is a long text field cannot be searched or reported on |
Result | The result from the AI, typically this will be the numerical rating out of 10, but in the event of an error the full string will be populated here |
Results | The result for AI Assist, this is a large text field - note this text field cannot be searched or reported on - see more on AI Assist here |
UUID | The UUID of the prompt |
Insight AI Prompt Configuration
Active | Whether or not the prompt is enabled for processing |
AI Prompt Configuration Name | The numerical configuration reference |
Created By | The user who created the prompt |
Description | The user defined description for the prompt |
Explanation | Whether or not an explanation should be provided (only relevant for the Rating prompts) |
Id | Salesforce record ID |
JSON | The configuration in the form of JSON |
Last Modified By | The user who last changed the prompt |
Name | The user defined name of the prompt |
Owner | The owner of the prompt |
Prompt Contents | The user defined prompt itself |
Type | The type of prompt configured (i.e. Rating) |
So in order to report on the results for a particular prompt you must :
Link the Insight AI prompt object withe Insight AI prompt config object
Filter on the right scope of Insight records
Filter on the name of the prompt you wish to report on using the Name field from the ‘Insight AI prompt config’ record
Note: If you later change the name of your prompt you will need to ensure you amend your reports and dashboards to match it, otherwise they will fail to return any results.